Job Description

McFarlan Rowlands Insurance Brokers offers a complete line of commercial, personal lines, life, disability, employee benefit plans and risk management services through our network of offices across Southwestern Ontario. Our employees are committed to providing outstanding products and unsurpassed service that, together, deliver premium value to our clients.

The

Personal Lines Service Manager

is a key leadership role responsible for strengthening frontline support, enhancing team connection, and ensuring consistent, high-quality service delivery across McFarlan Rowlands' Personal Lines operations. Reporting to the Director of Personal Lines, this role works closely with PL Operations, Sales, Underwriting, Training, Private Client leadership, HR, and Branch Managers.

*Position can be done from any McFarlan Rowland's office location

Key Responsibilities

Provide daily direction, motivation, and coaching to staff to manage workloads and ensure high-quality service and professional development in the PL Division. Monitor team morale and workload by conducting check-ins and escalating concerns as needed. Identify training gaps and recommend development opportunities for PL Brokers and support staff. Understand McFarlan Rowland's core values to promote and strengthen a positive, consistent, and collaborative culture across the organization. Escalate performance concerns to appropriate channels; collaborate with internal departments on performance improvement plans when required. Deliver clear, timely communication on insurer changes, operational updates, and industry shifts to PL Leadership team Coordinate with internal departments to develop strategic plans that enhance both the client experience and the effectiveness of the PL team. Act as the escalation point for complex client concerns; support brokers in resolving escalations with expertise and accuracy. Provide support for the shared PL support inbox, including best practices, training, and client escalations. Monitor daily operations, track key metrics, and manage PL resources to ensure productivity and efficiency. Develop and implement strategies for personal lines to achieve business objectives and adapt to industry trends. Perform quality audits, review application of underwriting guidelines and procedures to ensure adherence to regulatory requirements.

Qualifications:

RIBO Licensed, or RIBO license eligible Minimum 2 years sales/service/processing experience Excellent customer service skills; good written and oral communication skills; organized; attention to detail; ability to prioritize; team player; accuracy in recording details Ability to work effectively in a fast paced environment Working knowledge of all Microsoft Office applications; EPIC is an asset

What's In It For You?

3 weeks minimum paid vacation A comprehensive compensation package and incentives that recognize strong performance Help with career growth through education assistance, mentorship and internal job opportunities Prioritizing your well-being through wellness programs, a comprehensive benefits program and fitness allowances Flexibility by offering a hybrid work from home program for eligible positions Other perks such as your birthday off, paid community outreach days, RRSP matching
McFarlan Rowlands is an equal opportunity employer. All employment is decided on the basis of qualifications, merit and business need. Technology allows us to connect in new and different ways but we are an organization driven by real people and real connections. When you apply for a position at McFarlan Rowlands, you can guarantee all resumes and applications are reviewed by a real human being. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members. This is a newly created role, established to support the company's continued growth.

Job Types: Full-time, Permanent

Pay: $80,000.00-$95,000.00 per year

Benefits:

Company events Dental care Disability insurance Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match Tuition reimbursement Vision care Wellness program Work from home
Work Location: Hybrid remote in London, ON N6B 1R4